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• Overview
• Accessing Navigator Testing
• How to Use the Simulator
  • 1. Import a Studio Flow
  • 2. Select a Navigator Component
  • 3. Run a Test
  • 4. Review and Refine
• Troubleshooting: Common Configuration Errors
• Applying Changes

Overview

Navigator Testing allows Administrators and CX Designers to observe how Navigator routes customer messages before deploying changes in production.

By simulating messages, you can reduce "No Match" scenarios, improve “Match” scenarios, and ensure that Studio flow logic is accurate before or after it goes live.

Accessing Navigator Testing

To be able to access this feature, please follow the steps detailed below:

1. Open the Talkdesk CXA Operations Center (formerly AI Trainer) application.
2. In the left-hand navigation, select Navigator Testing under the Observe section.

How to Use the Simulator

1. Import a Studio Flow

To begin testing, you must upload the specific routing logic from Talkdesk Studio.

• Click the upload area or drag and drop a Studio-exported JSON file.
• Validation: The system only accepts JSON files that contain at least one Navigator (Analyze Message) component. If the JSON does not contain Navigator logic, the file will be rejected.

2. Select a Navigator Component

Since flows can contain multiple routing steps, use the dropdown menu to select the specific Analyze Message component you wish to test.

3. Run a Test

• Enter Message: Type a sample customer phrase (e.g., "I want to track my order") into the text field.
• Run Test: Click the button to simulate the routing.
• Result: The panel will display the detected topic/exit based on your current configuration.

4. Review and Refine

Use the side panel to improve your Navigator data:

• Edit Exits: Refine the Exit Name to ensure it is descriptive and unique.
• Modify Sample Messages: Add or remove the example phrases that help the LLM identify the topic.

Note: The simulator truncates input to the first 1,000 characters to match production behavior.

Can edit current configuration, add or remove sample message per exits, as well as add more Topics/Exits.

After changing the samples, exits, and topics, you can run new tests to validate the changes.

In case of creating new Topics/Exits when importing the new JSON into Studio will need to select which component will use the exit.

Troubleshooting: Common Configuration Errors

If your tests result in a "No Match" or fail to produce an exit, check for these common configuration issues:

• No Match: Cannot confidently map the message to your defined topics.
  • Recommendation is to simplify topic names and ensure sample messages do not overlap between different exits.
  • Please read this article for more details.
• Empty Exits: A topic is defined in the side panel, but the Exit Name field is blank
  • Every topic must have a unique Exit Name to correctly populate flow variables.
• Empty Sample Messages: An exit exists without any sample contact messages or empty sample messages
  • Every exit needs at least one descriptive sample message to be able to detect the topic.

Applying Changes

Refinements made in the simulator are for testing purposes and are not automatically saved to your live Studio flow.

1. Once satisfied with your tests, click Download JSON to export the modified configuration.
2. Import this JSON file back into Talkdesk Studio creating flow, and publish the changes.

Note: Modifying the downloaded JSON file may result in an invalid file that cannot be imported into Studio.